"Animal Friendly-Customer Smart: People Skills for Animal Shelters & Rescues?"
Simply put, it is a customer service workbook that specifically focuses on the types of customers and the kinds of
difficult situations that we, as staff and volunteers who work for animal shelters and rescue groups, face when doing our
jobs. After teaching customer service exclusively designed for our field for over 30 years, Jan Elster has updated her
materials to reflect the realities of 2016.
- revamped the 2009 edition of the workbook.
- created an accompanying Facilitator’s Guide.
- put together a self-contained training package that can change the face of what we do.
is it called a “training package?”
It is a “training”
package” because it contains all the materials needed in order to make your organization Customer Smart.
Jan has taken the customer service approach and honed it down to two books that will help you apply Customer Smart
skills to work well with the public while lessening stress and helping the animals.
Animal Friendly-Customer Smart: People Skills for Animal Shelters & Rescues (for staff and volunteers)
Facilitator’s Guide: Animal Friendly-Customer Smart: People Skills for
Animal Shelters & Rescues: Facilitator’s Guide (for in-house Facilitators, Department Managers,
Why did Jan create an entire training package focused on customer service for people who work with animals?
So how to do we cope with joy, sorrow, and cruelty while
still dealing well with the public?
package takes an unconventional approach to customer service called Customer Smart which:
The philosophy behind Customer Smart is that although THE CUSTOMER IS NOT ALWAYS RIGHT,
it is our job to make the interaction work for the sake of the animals.